Evaluación de un call center de orientación clínica durante los primeros meses de pandemia COVID-19: capacidad de resolución de los llamados / Evaluation of a clinical orientation Call Center during the first months of the COVID-19 pandemic
Rev. méd. Chile
; 150(3): 302-308, mar. 2022. graf, tab
Article
de Es
| LILACS
| ID: biblio-1409799
Bibliothèque responsable:
CL126.2
ABSTRACT
BACKGROUND:
During sanitary emergencies such as the recent pandemic, health services can collapse. In these cases, remote orientation services such as call centers may help to debottleneck these services.AIM:
To assess the demand and problem resolution of a clinical guidance telephone service during the COVID-19 pandemic. Material andMethods:
The call registry between May and August 2020 of an orientation call center for COVID-19 was analyzed. The number of calls, sociodemographic features of callers, type of enquiry and given indications were described.RESULTS:
We analyzed 1,278 telephone calls, corresponding to 655 people. Sixty nine percent of queries were resolved during the call and in 31% of calls, users were referred to face-to-face evaluation. Two percent of these referrals were to an emergency service.Conclusions:
The call center had a high level of resolution, favoring remote consultation and reducing face-to-face care, improving users'accessibility.Mots clés
Texte intégral:
1
Indice:
LILACS
Sujet Principal:
Centres d'appels
/
COVID-19
Type d'étude:
Guideline
/
Screening_studies
Limites du sujet:
Humans
langue:
Es
Texte intégral:
Rev. méd. Chile
Thème du journal:
MEDICINA
Année:
2022
Type:
Article